Great questions are comfortable to answer, easy to understand, and concise. Since asking for feedback is about the CLIENT and not about YOU, great questions should also allow you to take a specific action that will benefit the client. When asking for feedback, your questions should be specific to the work just completed and remain objective.

How to ask

What to ask

As you create your feedback process, Client Feedback Tool will work with you to ensure the questions you ask get the results you want. We have more than 200 pre-built templates and will work with you to customize templates for your particular feedback goals. The questions in each template are easy to answer and focused on the process.

Our years of research have shown there are six (6) categories that will allow clients to share their preferences with your firm. These categories relate to your clients' deliverables and/or relationship expectations. Each survey template gives you information on how your process is meeting one or more of these client expectations. The trends associated with the data captured, can help you align staff with what they do really well.

When to ask

Choosing your scale

When should you ask your clients for feedback? Research shows that your response rate from clients remains high when you send them 8 or more surveys each year. Each firm has its own culture but we recommend you send a feedback survey after any 'trigger' or 'deliverable' event such as submitting an RFP, a milestone meeting, scheduled plan submittals, etc. This gives your client the opportunity to let you know how they like your process and gives you the chance to adjust.

When you ask your clients for feedback, do you just want a pat on the back or are you looking for an opportunity to improve your service to that client. Some traditional feedback scales set up a pass/fail scenario that may make your clients uncomfortable and certainly don't give you any information on your client's preferences and how you can serve them better. Our patented scale starts at 'Met Expectations' and allows the client to 'nudge' the scale in either direction. Did you know - the majority of all feedback received is positive!

Review & Follow-up

Net Promoter Score

Remember, feedback is about CLIENT preferences, not about YOU. It identifies when a gap in expectations exists. The individuals sending the surveys (and firm leadership) will have the ability to view all of the feedback results or set high/low score alerts. Project Managers can review the results through a variety of different report mechanisms. Additionally, by setting alerts, they will be aware of situations that may require immediate action.

Professional service firms rely on referrals and recommendations. The Net Promoter Score (NPS) is the magic number that answers the question, "how likely are you to refer us to a colleague". Your NPS tells you what you are doing really well (and what services might need to be improved). Client Feedback Tool has integrated the ability to measure your NPS as part of our process. Let us
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you what your peers have discovered about the benefits of knowing their Net Promoter Score.

If you can't find answers to all your questions, please give us a call (866-433-7322) OR sign up for a free consultation and/or demonstration.

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TESTIMONIALS

"This process demonstrates to our clients that we care enough about their needs and objectives to ask for their feedback and respond accordingly; it creates a win-win proposition."

- Marc Christopher, Principal

"The feedback tool helps me build better relationships with my clients. The survey responses I receive either let me know what items to improve on or confirm that my process is helping my client meet their needs."

- Jennifer S. Bissette, IIDA, Project Designer

"I could not imagine trying to run a design firm of more than three or four people without this tool."

- Mark Schweibinz, President, Barton Development Group

"You provided outstanding service and the Client Feedback Tool is easy and simple to use and interpret."

- Lee Jordan, GATE, LLC

"This is the right tool for us in order to really make a difference in our project relationships."

- Tracey Sibley, VP Marketing, Brasfield & Gorrie

"The surveys are great. I can give my feedback in five minutes and do my part to keep the project on track."

- Laura Daley, Global Facilities Coordinator

"Client Feedback Tool surveys gives clients, builders, and team members a chance to tell us how we are doing and the feedback data has made a huge impact!"

- Design Firm Principal

"Excited about the ability to monitor client satisfaction throughout the project instead of at the end only."

- Ted Caloger, MulvannyG2

"I came out of [the process] with tremendous knowledge gain."

- Debbie Johnston, Morrison-Maierle

"We've been working with CFT since 2008 and have seen a big boost in customer and employee satisfaction. It is a robust management aid allowing us to stay ahead of any issues before they develop into problems."

- Chris Browne, Senior VP HOK

"In the first four months we identified five clients at risk worth $1.3 million annually. Simply discovering there were problems before the client left allowed us to right the course in each case. I'm happy to report we are now performing work that meets and exceeds expectations for all five."

- Terry Reynolds, VP Marketing Kleinfelder

"Striving to position ourselves as 'client caretakers,' we routinely include feedback in our RFP responses. Our hit rate has improved by about 50% in the last six months; much of the increase we attribute to our more client-centric focus generated by the feedback process."

- Martha Shotwell, Controller Koontz-Bryant

"We were concerned a problem might exist with a particular client, and the feedback tool facilitated a difficult but great conversation about meeting expectations. We now have an intentional process to automatically engage our clients at key project milestones and are better able to align our efforts with their specific needs."